Modelo para avaliar a qualidade do servi??o de alimenta????o no hospital universit??rio Get??lio Vargas

Autor: Maior, Mithell Lobo Souto
Přispěvatelé: Silva, Jonas Gomes da, Ferreira, Elaine, Costa, Geraldo Vieira da
Jazyk: portugalština
Rok vydání: 2012
Předmět:
Zdroj: Biblioteca Digital de Teses e Dissertações da UFAM
Universidade Federal do Amazonas (UFAM)
instacron:UFAM
Popis: Submitted by Alisson Mota (alisson.davidbeckam@gmail.com) on 2015-06-24T20:58:14Z No. of bitstreams: 1 Dissertac??o - Mithell Lobo Souto Maior.pdf: 11901653 bytes, checksum: 7ff6f8e7eb56665dcc2803277a080798 (MD5) Approved for entry into archive by Divis??o de Documenta????o/BC Biblioteca Central (ddbc@ufam.edu.br) on 2015-06-26T15:22:51Z (GMT) No. of bitstreams: 1 Dissertac??o - Mithell Lobo Souto Maior.pdf: 11901653 bytes, checksum: 7ff6f8e7eb56665dcc2803277a080798 (MD5) Approved for entry into archive by Divis??o de Documenta????o/BC Biblioteca Central (ddbc@ufam.edu.br) on 2015-06-26T15:34:24Z (GMT) No. of bitstreams: 1 Dissertac??o - Mithell Lobo Souto Maior.pdf: 11901653 bytes, checksum: 7ff6f8e7eb56665dcc2803277a080798 (MD5) Made available in DSpace on 2015-06-26T15:34:24Z (GMT). No. of bitstreams: 1 Dissertac??o - Mithell Lobo Souto Maior.pdf: 11901653 bytes, checksum: 7ff6f8e7eb56665dcc2803277a080798 (MD5) Previous issue date: 2012-11-13 At Get??lio Vargas University Hospital (GVUH), like other public hospitals, the food service little knows about the quality perceived by its customers, once there is not a model that allows to evaluate it and improve it systematically. Faced with this problem, this dissertation has the main objective to develop a model to evaluate the quality of the food service for the patients at Get??lio Vargas University Hospital (GVUH), in order to propose suggestions for improvements to the Hospital Management at Get??lio Vargas University Hospital(GVUH). However, literature researches were performed to identify evaluation models applied in the hospital environment then sought to develop and test a model, whose instrument of data collection was a questionnaire consisting of thirty questions, which was applied during the months of October and November 2011, with the 120 patients admitted to Get??lio Vargas University Hospital (GVUH). The data was analyzed and transformed in statistical graphics and was distributed in general form and also by each clinic in the hospital. After analyzing the data collected, the main conclusion of the research was that the model developed and tested can serve as an instrument for the managers of the hospital to obtain a better quality service while also improving the items identified as lower levels of satisfaction with the patients investigated. These items are: Taste the food, the menu variety, food texture, punctuality for lunch delivery, temperature of the food and friendliness of the waitress during the service. No Hospital Universit??rio Get??lio Vargas (HUGV), a exemplo de outros hospitais p??blicos, o servi??o de alimenta????o pouco conhece a qualidade percebida por seus clientes, uma vez que n??o h?? um modelo que permita avali??-la e aperfei??o??-la de forma sistem??tica. Diante deste problema, esta disserta????o tem como objetivo principal desenvolver um modelo conceitual para avaliar a qualidade do servi??o de alimenta????o para pacientes no HUGV, a fim de propor sugest??es de melhorias para a Gest??o Hospitalar do HUGV. Para tanto, pesquisas bibliogr??ficas foram realizadas para identificar modelos de avalia????o aplicados em ambiente hospitalar, em seguida, buscou-se elaborar e testar um modelo. O instrumento de coleta de dados foi um question??rio composto de trinta quest??es, o qual foi aplicado nos meses de outubro e novembro de 2011, junto a 120 pacientes internados no HUGV. Os dados foram analisados e transformados em gr??ficos estat??sticos distribu??dos de forma geral e por cl??nica do hospital. Ap??s a an??lise dos dados coletados, a principal conclus??o da pesquisa foi que o modelo desenvolvido e testado pode servir como um instrumento para que os gestores do referido hospital obtenham um servi??o de melhor qualidade melhorando tamb??m os itens identificados como ??ndices de menor satisfa????o pelos pacientes investigados. Estes itens s??o: Sabor do alimento, Variedade do card??pio, Textura do alimento, Pontualidade na entrega do Almo??o, Temperatura do alimento e Cordialidade da copeira durante o atendimento.
Databáze: OpenAIRE
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